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Lync (Skype) Integration

Customer Interaction Center supports integration to Microsoft Lync Server 2013 and Skype for Business Server 2015. Both Microsoft Lync and Skype for Business are professional meeting and collaboration applications. Using either Lync Server or Skype for Business Server together with Customer Interaction Center provide a new range of capabilities to users of both systems:

  • Users who previously used only Lync now have access to all the powerful contact center and IP/PBX capabilities of CIC.

  • The integration provides CIC users with the instant messaging, voice, and video capabilities of Lync, and the functionality available in the Lync Server platform.

  • Call center agents using CIC can now view the availability of non-CIC users without leaving the CIC client. 

    Note: The Lync Integration is not available in Interaction Connect.

Get Started

Purpose of the Integration

CIC requirements

Lync requirements


Release Notes

Release Notes Web app


Microsoft Lync (Skype) Integration Documentation

CIC Integration to Microsoft Lync Server Administrator's Guide



Configuring Lync Server

Configure line settings

Configure a line group

Configure CIC dial plan

Configuring stations

Configuring users

Configuring the merged company directory

Configuring presence synchronization

Configuring Remote Call Control

Agent Features

Working with the Microsoft Lync Integration

Lync Integration  Status Synchronization

Lync Embedded Client

Display the Lync Embedded Client

Display the Lync-enabled Company Directory

Developer Resources

ICWS API documentation for Lync


Additional Resources

PureConnect Community

Support Self-Help  

Lync (Skype) Integration FAQs